DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

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Contact Center Technology Interactive Voice Response Surveys 62

Expivia

JULY 21, 2021

Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Advanced workforce management software can analyze the stats of your reps, forecast call trends, handle times , and predict the workforce goal you need to handle requests. Gamification.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Use gamification as part of training Incorporate game-like elements in training programs to increase engagement and motivation.

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Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

MARCH 4, 2025

This gives decision-makers the ability to identify overarching trends as well as pinpoint more minute opportunities for improvement. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

MARCH 21, 2024

Let’s take a look at six ways a manager or supervisor can positively impact agent morale. One way to provide feedback is via conducting consistent quality management (QM) reviews. Regular training programs can keep agents up-to-date with industry trends and improve their problem-solving capabilities.

Morale 90

Morale Contact Center Quality management Coaching 90

DMG Consulting

DECEMBER 7, 2020

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

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DMG Consulting

MAY 8, 2023

Workforce management, interaction analytics, analytics-enabled quality management, surveying, coaching, customer journey analytics, and more are either built on AI technology or depend on it to provide increasingly useful and actionable findings and intelligence for users.

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Management Contact Center Enterprise Analytics 62

DMG Consulting

JANUARY 10, 2022

Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.

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Contact Center Self service Gamification Enterprise 77

DMG Consulting

NOVEMBER 1, 2017

The Report complements DMG’s annual Workforce Optimization Market Share Report , which looks at WFO market performance and activity for the full year, and its Workforce Optimization Product and Market Report , which reviews vendors, technology, trends and challenges, pricing, and more. said Donna Fluss, President of DMG Consulting LLC.

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DMG Consulting

OCTOBER 18, 2017

DMG’s 12 th annual edition of this Report provides a comprehensive review and unparalleled analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. The next step for speech analytics is to enter the world of data science.

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Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 31, 2017

The 2017 Contact Center Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 25, 2018

Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality.

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contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG covers emerging contact center trends and IT sectors that have a lasting impact on the market. The 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report provides an in-depth analysis of the desktop analytics and emerging RPA sectors.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

DMG Consulting

JULY 19, 2017

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MAY 7, 2018

DMG covers emerging contact center trends and IT sectors that are likely to have a lasting impact on the market. The 2018 Knowledge Management Product and Market Report is the only in-depth analysis of these practical and increasingly essential solutions.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 16, 2018

The 2018 – 2019 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology and innovation.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

JANUARY 17, 2018

DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

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Consulting Consulting Marketing Gamification 48

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes .

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Contact Center Self service Chatbots Gamification 68

DMG Consulting

NOVEMBER 29, 2017

DMG’s tenth annual report on this sector provides deep insights into the competitive landscape, vendors, products, and trends and challenges that are shaping this market and driving innovation. 2017 was the breakthrough year for the cloud-based contact center infrastructure (CBCCI) market.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

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Call Center Management Average Handle Time Schedule adherence 43

NICE inContact

AUGUST 1, 2017

Luckily the market now offers powerful data aggregation and performance management tools that automate these processes and proactively notify managers on both negative and positive agent performance. Automated quality management tools can also be configured to be more positive. This makes work fun and engaging for agents.

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Coaching Contact Center Construction Gamification 49

Serenova

JUNE 20, 2019

The good news is they stay on top of trends and competition. Performance management tools can help here. You can also increase engagement by using gamification techniques to reward them when specific goals are achieved. Fear of Missing Out (FOMO) . Gen Z suffers from an intense fear of missing out. On anything. WEconomists .

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Contact Center Gamification contact center solutions Benchmark 40

DMG Consulting

APRIL 16, 2019

Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Using data mining, statistical techniques, and machine learning to identify relationships, patterns, and trends, a predictive model can be built to anticipate future events or behaviors, as well as their potential business impacts.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

JUNE 22, 2023

What trends, such as AI , will shape CX in the coming years? Allow for additional customer sentiment comments in surveys and categorize them to spot trends for improvements. Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training. Is your call center prepared?

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Call Center Metrics Schedule adherence Average Handle Time 52

Balto

JANUARY 18, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Below, we outline the best practices that every call center manager should consider adopting in 2025 to stay ahead of the curve.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Below, we outline the best practices that every call center manager should consider adopting in 2025 to stay ahead of the curve.

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Best practices Call Center Metrics Management 52